课题名称论酒店顾客关系管理摘要摘 要：本文将科学的顾客关系管理理念及方法应用到酒店管理的实际中去，并建设性地引入酒店顾客关系管理生命周期理论将酒店的顾客关系管理按照其过程分为：寻找建立阶段、满足发展阶段、维系成熟阶段、控制衰退阶段四个阶段。通过在不同阶段针对不同特点进行顾客关系管理，并期以此从深层次解决酒店由于脱离顾客实际而产生的经济效益问题。关键词：顾客关系管理 酒店顾客关系管理生命周期 满意度 忠诚度 I┊┊┊┊┊┊┊┊┊┊┊┊┊装┊┊┊┊┊订┊┊┊┊┊线┊┊┊┊┊┊┊┊┊┊┊┊┊ABSTRACTABSTRACT ： This paper applies the scientific concept and method of customer relationship management to the practice of hotel management, and constructively introduces the life cycle theory of hotel customer relationship management. According to the process, hotel customer relationship management can be divided into four stages: seeking the establishment stage, satisfying the development stage, maintaining the maturity stage and controlling the recession stage. Through different stages of customer relationship management according to different characteristics, and in order to solve the hotel from the depth of the actual economic benefits arising from the separation of customers.KEYWORDS ： Customer relationship management Hotel Customer Relationship Management Life Cycle Satisfaction loyaltyII┊┊┊┊┊┊┊┊┊┊┊┊┊装┊┊┊┊┊订┊┊┊┊┊线┊┊┊┊┊┊┊┊┊┊┊┊┊目录第一章 前言.........................................................4第二章 酒店顾客关系管理概念.........................................52.1 相关概念.....................................................52.1.1 顾客关系管理...........................................52.1.2 顾客关系管理能力.......................................52.2 顾客关系管理内容.............................................52.2.1 顾客信息管理...........................................62.2.2 分类与建立模式...........................
